Ph3Job Overview /h3 pManaging the Complaints Resolutions Team within Medi24; implementation of complaints and quality governance for Medi24; leading complaints resolution and ensuring complaints policy and procedure is adhered to; overseeing, monitoring and reporting on complaints, quality management, CIRS and Voice of Customer, and development of insights analysis on these topics, identifying key areas for improvement and working with Operations Management to implement changes. /p h3Responsibilities /h3 ul liAs the CX Quality Lead for Medi24, you will manage the Complaints Resolution Team, and own the complaints process and adherence by the platform teams, managing the complaints process and resolution end-to-end, ensuring SLA’s and quality levels are maintained. /li liMonitor complaints, quality, CIRS and Voice of Customer qualitative and quantitative metrics, leverage data and insights to identify trends and opportunities to improve processes and the customer journey. /li liMaintain and update the departmental quality procedures and plans, ensuring that all key quality processes are documented, and the activity and resources required to support the quality program are planned and communicated to the Management Team. /li liWork with the platform leads to consistently achieve agreed quality targets, to identify trends and root causes and identify corrective and preventative actions, build action plans, and track progress. /li liConduct regular reviews on quality checks within the platforms, to ensure there is consistency and transparency in the reviews and provide feedback, training and coaching to the quality teams. /li liLead and manage the team to achieve high performance by setting clear goals, providing regular feedback, and fostering a collaborative and motivating work environment. /li liWork with the business to create action plans to address pain points and drive change, track owners, timelines and impact, creating a feedback loop with the Training team. /li liLead the monthly Medi24 Quality Forum, work with the Quality Operational Excellence Manager to set the agenda and prepare content and presenters. /li liEmbed complaints, quality and VoC metrics into agent and team performance management, promoting a customer centric culture across the business. /li liWork with the Health CX Quality Team and Data Analytics Team to develop a suite of management reports to provide the Medi24 Management Team with data and insights to enable better decision making. /li liPromote cross‑functional collaboration, communicate effectively to stakeholders and operational managers, and provide regular updates to the Health CX Quality Team. /li liIssue weekly and monthly KPI and insights reporting to the Medi24 Management Team and Europe Regional Head. /li liConduct analysis, identify and act upon trends, and present recommendations, work with the business to create action plans to address pain points and drive change. /li liWork closely with the Global Complaints Lead, VoC Team and Quality Operational Excellence Manager to align with the global model and frameworks for complaints, quality and VoC. /li liReview and redesign the complaints resolution process end‑to‑end ensuring a customer focused and consistent approach, implement efficiencies and build insights reporting; move from individual case analysis approach to identifying trends, recurrent issues and areas for improvement. /li liOwn and review the CIRS process, ensuring assignment of cases to the relevant team/individual, tracking progress and actions, provide reporting and insights to the Operations Management Team. /li liLeverage complaints, quality, CIRS and Voice of Customer data and insights to identify trends and opportunities to improve processes and the customer journey. /li liRepresent Medi24 CX Quality at the CX Council, Global Quality Smart Circle and Complaints Governance Forum as required. /li liSupport internal and external audit processes by facilitating requirements, coordinating with relevant stakeholders, and ensuring timely and accurate responses to audit requests. /li liWork effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud‑based tools, using insights responsibly with our standards of data governance, security and ethical use. /li /ul h3Requirements /h3 ul liAt least 3 years’ experience in a Complaints or Quality Management role or similar customer focused position. /li liExcellent people management and interpersonal skills required. /li liProven track record and experience in managing projects, driving change and implementing CX initiatives. /li liExcellent communication and presentation skills, ability to work on own initiative. /li liStrong competency in English, French and German is required. /li liExperience in cultural change management. /li liHighly motivated, engaged, with a can‑do attitude. /li liExcellent interpersonal skills, ability to motivate others and a strong team player. /li /ul pWe at Allianz believe in a strong inclusive culture that encourages people to speak their minds, get involved and question the status quo. We are proud to be an equal opportunity employer and encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love, or what you believe in. We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation or any other characteristics protected under applicable local laws and regulations. /p /p #J-18808-Ljbffr